Systems Engineer II
Area and Site: Thornton-CO

Description

 

Title: Systems Engineer II – TOC (Technical Operations Center)

Location: Thornton, CO

Shift: Tuesday to Friday, 7:00 am to 6:00 pm

 

Opportunity:

The systems engineer will be part of a skilled and cohesive group focused on a portfolio of integrated complex customers, building a strong understanding of their business & IT environment.  This customer facing role will involve end to end operational services, including Incident, Request, and Change management.  As Sungard Availability Services is a premier service provider of managed services, you will be the first to contact and own the lifecycle experience, from event validation/triage, to restoration and fulfillment.  As a member of this dynamic team, you will be reshaping the customer centric integrated service model.

Responsibilities:

  • Provide exceptional customer support and technical expertise for Sungard Availability Services customer environments, including administration and support for operating systems, virtualization platforms, tape backup, and disk storage.
  • Primary responsibility is to provide Tier II level break/fix Incident Management support for escalated customer outages by utilizing experience, skills, education and training to provide timely restoration of services.
  • Assemble and update documentation in the form of incident and change management tickets.
  • Verify validity of alarms and follow triage/resolve troubleshooting procedures as outlined.
  • Follow outlined procedures for customer notification and escalation.
  • Identify chronic and/or systemic problems and take action to identify root cause and remediate.
  • Review logs and performance reports for emerging problems and initiate preventive action.
  • Manage incidents and engage additional internal teams and external vendors as required.
  • Perform changes, including planning, preparation, and execution on managed infrastructure.
  • Maintain technical expertise and required industry certifications and stay current with new and emerging technologies.

Experience & Skills:

  • Minimum 5 years proven industry experience in a production support role for a large enterprise or service provider environment performing fault analysis using common troubleshooting tools and techniques.
  • Strong experience and knowledge with various Unix and Windows based server operating systems, including the following:
    • Windows Server
    • Linux Server
    • ESX/VMware
      • VSphere vCenter
      • Site Recovery Manager
    • Windows Clusters
    • Active Directory
    • Network configuration -
      • IP addressing
      • Routing
      • DNS
      • Teaming
    • SAN Connectivity
    • Basic scripting
    • Citrix   
  • Working experience with HP OMi, NNMi and BIG Plus.  In addition to other SNMP and monitoring tools experience, such as Zenoss, CA SystemEdge, Netsnmp)
  • Working knowledge of other Unix based operating systems (Solaris, AIX, HPUX)
  • Strong Working knowledge of storage and backup technologies (EMC, Netapp, NetBackup).
  • Experience with ServiceNow ITSM platform a Plus.
  • Ability to facilitate discussions to resolve technical issues with multiple teams.
  • Strong customer service and communications skills (written and oral) are required.
  • Solid operational support experience and technical troubleshooting skills.
  • Working knowledge of networking standards and device connection troubleshooting
  • Working knowledge of Symantec End-Point Protection and ability to troubleshoot and remove a virus
  • Ability to learn and respond to demands in a fast-paced, highly technical environment and to manage multiple projects and responsibilities.
  • Ability to effectively work in a team environment as well as independently.
  • Good organizational, time management and service delivery skills.

Preferred:

  • B.S. Degree, Computer Science or similar engineering degree or equivalent work-related experience
  • MCSE or RHCSE certification
  • Completion or progress towards higher level VMware certifications such as VCP, VCAP, Data Design and Data Center Admin

Benefits:

  • Sungard Availability Services offers a high growth environment with excellent compensation and immediate eligibility for our 401(k), health/dental insurance, educational assistance, and more. Employment is contingent upon successful completion of the background investigation and pre-employment drug screen.
  • Sungard AS is an equal opportunity employer.

Working Conditions

  • The Ability to meet the physical demands of this position.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Other:
  • Sungard Availability Services offers a high growth environment with excellent compensation and immediate eligibility for our 401(k), health/dental insurance, educational assistance, and more.   Sungard AS is an equal opportunity employer. Minority/Female/Disability/Veteran
  • Ability to meet the physical demands of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • Employment is contingent upon successful completion of the background investigation and pre-employment drug screen.


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